Customer Journey Scheduler

6 months ago

Durrington, United Kingdom Cappagh Browne Full time

**Role Purpose**

To dispatch reactive and non-reactive work to the Customer Response Technicians in a given area ensuring that all response times and RBD’s are met where possible

**Role Summary**
- To dispatch reactive and non reactive work to the Customer Response Technicians in your area ensuring that all response times and RBD’s are met where possible
- P1 to be dispatched within 10 minutes of receipt of work order into Corona
- Keep day sheet/standby sheet up to date
- Make all Customer contact within 30 minute SLA and then update continually
- Actively monitor and maintain your work group ensuring that all work orders are UPDATED and CLOSED in a timely and accurate manner.
- Update CSMS with relevant information
- Raise follow on work orders for Crew when required via Ellipse.
- Follow process for P1 Pollutions and Foul in properties
- Log contractors on and off as required both in Corona and/or Ellipse if do not have our device
- Liaise on a regular basis with the County Customer Team Leader to proactively discuss the outstanding workload
- To provide cover and assistance to colleagues as and when required
- To provide a full handover to the next shift
- Attend meetings/one to ones with County Team Leader
- When asked, provide timely answer to enquiries to the County Customer Team Leader and Southern Water
- Carry out any other duties appropriate to this post

**Shift Pattern**
- Week 1: 7.00 am - 3.00 pm
- Week 2: 9.00 am - 5.00 pm
- Week 3: 3.00 pm - 11.00 pm
- 1 in 10 weekend on standby

**Key Competencies**
- Reliable and motivated, who can work as part of a team or autonomously.
- Be highly motivated, manage own workload and meet deadlines while working under pressure in a fast paced, dynamic environment
- Demonstrate excellent verbal and written communication skills.
- Demonstrate excellent use of Microsoft Office (Word, Excel, Power Point and Outlook)

**Benefits**
- Competitive Salary
- 23 days annual leave
- Access to Peoples Pension scheme after completion of probation
- Life Assurance and Critical Illness cover if joining pension scheme
- Access to Employee Assistance Programme & Medicash after successful completion of probation
- Continuous Development Opportunities

As an equal opportunities employer, Cappagh Browne is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

**Salary**: Up to £25,000.00 per year

Schedule:

- Monday to Friday

Application question(s):

- Do you have experience in customer service?
- Do you have a good understanding of Microsoft packages?

Work Location: In person

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